Customer Service Team Member

Help customers succeed. Build relationships that last.

Help Brilliance One customers understand the platform, solve problems, adopt new capabilities, and get more value from the software they use to run their businesses.

This role combines customer support, onboarding, product education, troubleshooting, relationship management, and customer success. You will work directly with businesses using Brilliance One and help turn questions, challenges, and feedback into better customer experiences.

Explore the Role View Qualifications
Customer success • Onboarding • Product support • Relationship management
Customer service and customer success career at Brilliance One

Role Overview

More than answering questions. Help customers move forward.

We are looking for a dependable, empathetic, technically curious Customer Service Team Member who can help customers navigate Brilliance One, solve problems, understand their options, and become more confident using the platform.

Support

Resolve Customer Issues

Respond to questions, investigate issues, explain product behavior, troubleshoot common problems, document findings, and help customers continue working with as little disruption as possible.

Onboarding

Help Customers Get Started

Guide new customers through their environment, core modules, permissions, workflows, account configuration, and the areas of Brilliance One most relevant to their business.

Success

Help Customers Get More Value

Build strong customer relationships, identify recurring needs, encourage adoption, reduce friction, gather feedback, and help customers use Brilliance One more effectively over time.

Responsibilities

Own the question. Help find the answer.

Customer service at Brilliance One means understanding what the customer is trying to accomplish, determining what is getting in the way, and helping move the issue toward a clear resolution.

  • Respond to customer questions and support requests
  • Assist customers during onboarding and initial setup
  • Explain Brilliance One features, modules, permissions, and workflows
  • Troubleshoot common user, browser, configuration, and workflow issues
  • Document customer interactions and relevant technical details
  • Identify and document recurring customer questions or problems
  • Escalate technical issues with enough context for efficient investigation
  • Follow up with customers after important support interactions
  • Help create and improve customer-facing documentation
  • Identify opportunities for better onboarding and product education
  • Share meaningful feedback with product, development, sales, marketing, and leadership
  • Help customers understand new features and capabilities as the platform evolves

Customer Experience

The customer should never wonder what happens next.

Customers may reach out because something is confusing, a workflow is unfamiliar, a feature is not behaving as expected, or an important business process has been interrupted.

Your role is to bring clarity to the situation, communicate what is known, explain the next step, take responsibility for appropriate follow-up, and help the customer leave the interaction with greater confidence.

Across the Customer Journey

Support does not begin when something breaks.

Strong customer relationships are built from onboarding through everyday use, expansion, troubleshooting, education, and long-term adoption.

1

Onboard

Help customers understand their environment, users, modules, workflows, configuration, and the first steps toward using Brilliance One effectively.

2

Support

Answer questions, investigate issues, explain functionality, document problems, and coordinate additional help when needed.

3

Grow

Help customers discover useful capabilities, understand new features, improve workflows, and become increasingly successful with the platform.

Platform Knowledge

Understand how the pieces work together.

Brilliance One spans multiple areas of a business, so customer service requires learning more than one feature or workflow. You will develop a working understanding of how customer, operational, communication, security, and digital capabilities connect.

CRM & Sales Accounts, contacts, leads, opportunities, activities, customer records, follow-up, and relationship history.
Communications Email, SMS, MMS, campaigns, templates, communication preferences, history, and messaging workflows.
ERP & Operations Products, inventory, projects, scheduling, documents, accounting, point of sale, and operational workflows.
CMS & Digital Experience Websites, forms, portals, content, knowledge resources, customer experiences, and lead capture.
Automation Automated communications, notifications, tags, follow-up, assignments, sequences, and connected business processes.
Security & Access Users, roles, permissions, security groups, authentication, module access, and account configuration.

Qualifications

What helps you succeed in this role.

Previous experience is valuable, but communication, judgment, reliability, empathy, technical curiosity, and the willingness to learn are equally important.

Background

Education & Experience

  • High school diploma or equivalent required
  • College education in business, communication, technology, or a related field is helpful but not required
  • Customer service, customer success, or technical support experience preferred
  • SaaS, CRM, ERP, CMS, or business software experience is helpful
  • Experience with support tools, ticketing systems, or customer records is a plus

Skills

Core Capabilities

  • Strong written and verbal communication
  • Good troubleshooting and problem-solving ability
  • Ability to explain technical concepts clearly
  • Strong attention to detail
  • Ability to manage several customer needs responsibly
  • Comfort learning unfamiliar software and workflows
  • Good documentation and note-taking habits

Character

Personal Attributes

  • Patient and empathetic
  • Dependable and accountable
  • Professional under pressure
  • Proactive when solving problems
  • Comfortable asking questions when needed
  • Willing to learn in a changing environment
  • Strong ethical judgment and professional responsibility

What Success Looks Like

Resolve problems. Increase customer confidence.

Success is not measured only by closing support requests. Strong customer service helps customers become more capable, more confident, and more successful with Brilliance One.

Responsive

Acknowledge customer needs promptly and provide a clear next step.

Clear

Explain problems and solutions in language the customer can understand.

Accountable

Stay engaged until an issue is resolved, escalated, or clearly transferred to the appropriate person.

Documented

Capture useful information so future customer service and product decisions have the right context.

Educational

Help customers understand the platform so they become more independent over time.

Insightful

Recognize recurring questions and friction that can improve the product, documentation, and customer experience.

Training & Development

You do not need to know Brilliance One on day one.

Brilliance One is a broad platform, and learning it takes time. Training is designed to help you understand the product, our customers, common workflows, support expectations, and the way we approach long-term customer relationships.

Platform Training Learn Brilliance One modules, workflows, customer records, communications, permissions, configuration, and common use cases.
Support Standards Learn how we communicate, document, follow up, escalate, troubleshoot, and take ownership of customer needs.
Customer Scenarios Practice realistic customer situations and learn how to work through uncertainty and problems professionally.
Interaction Review Review customer interactions where appropriate to improve communication, troubleshooting, and customer experience.
Documentation Learn to use internal guides, procedures, knowledge resources, release information, and product documentation effectively.
Continuous Learning Continue learning as Brilliance One adds capabilities, integrations, workflows, modules, and industry-specific functionality.

Cross-Team Collaboration

Customer service hears what the business needs.

Because this role works directly with customers, the information you learn can help improve Brilliance One across product development, sales, marketing, onboarding, implementation, and company priorities.

Engineering

Development

Provide clear reproduction details, customer context, screenshots, workflow information, and other useful details when technical issues require investigation.

Product

Product Direction

Share recurring questions, workflow confusion, product friction, feature requests, and patterns that may reveal opportunities for improvement.

Revenue

Sales

Help create a smooth transition from prospect to customer by understanding expectations, business goals, configuration needs, and what was discussed during the sales process.

Education

Marketing

Share common questions, terminology, objections, and customer language that can improve educational content, documentation, FAQs, and product messaging.

Adoption

Implementation

Help customers transition from setup into regular use and identify where additional configuration, education, documentation, or workflow guidance may be needed.

Strategy

Leadership

Surface meaningful customer feedback, recurring concerns, adoption challenges, and opportunities that can influence priorities and long-term decisions.

Who Fits This Role?

Helpful by nature. Curious by habit.

This role is a strong fit for someone who enjoys helping people, learning technology, understanding how businesses operate, and solving problems without losing patience when the answer is not immediately obvious.

  • You enjoy helping people understand technology
  • You can remain calm when someone else is frustrated
  • You naturally ask questions to understand the real problem
  • You are comfortable researching something you do not know
  • You follow through instead of assuming someone else will handle it
  • You communicate professionally in writing and conversation
  • You enjoy learning how different parts of a business work
  • You want to help improve both the customer experience and the product

The Mindset

You do not need every answer. You need to care about finding it.

Brilliance One covers many areas of business operations, and no customer service team member will memorize every possible answer.

What matters is knowing how to investigate, communicate clearly, use available resources, ask for help when appropriate, and remain responsible for moving the customer toward an answer.

Opportunity to Grow

Learn the customer. Learn the business.

Customer service can provide broad exposure to customers, product functionality, business processes, implementation, sales, technical issues, and product strategy.

Product Knowledge

Become a Platform Expert

Develop deeper knowledge across CRM, ERP, CMS, automation, communications, operations, security, and specialized business modules.

Customer Success

Take Greater Ownership

Grow from resolving individual questions into managing customer relationships, adoption, education, onboarding, and long-term success.

Leadership

Help Build the Team

As Brilliance grows, strong performers may have opportunities to help train others, improve processes, manage customer relationships, and take on broader responsibilities.

Interested in the Role?

Tell us why you would be a good fit.

We are interested in the person behind the resume. Tell us about your experience, the way you approach customers and problems, what you enjoy learning, and why you are interested in helping build Brilliance One.

1

Review the Role

Make sure the responsibilities, customer focus, learning expectations, and working environment sound like a good fit for you.

2

Introduce Yourself

Share your experience, strengths, customer-service background, technical interests, and what you believe you could bring to the team.

3

Start the Conversation

If there appears to be a potential fit, we can discuss expectations, responsibilities, goals, compensation, and what comes next.

Customer Service at Brilliance One

Help customers succeed. Help the platform improve.

If you enjoy solving problems, helping people, learning technology, understanding businesses, and building trusted customer relationships, we would like to hear from you.

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Brilliance One • Customer Success • Built in the USA • Veteran-Owned